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You lost cell signal

Your line died all at once and is not coming back. Most likely someone asked your carrier for a duplicate of your SIM so they could receive your SMS: with that they get into your WhatsApp and your online banking.

The first minutes matter. While the duplicate stays active, that person receives every verification code you are sent. Do not restart the phone and do not move the SIM: it fixes nothing and costs you time.

  1. Block the SIM

    Call from another phone — yours has no service — and read this exactly:

    My number was stolen. I want my SIM blocked and no duplicate or port-out authorised in my name.

    Customer service lines

    Telcel 800 710 5687 AT&T 800 101 0288 Movistar 800 888 8366 Bait 800 288 2248

    Telcel answers by region: the button dials CDMX, Estado de México, Morelos e Hidalgo. The rest are under "See every number".

    The 800 number does not work from your own phone: "emergency calls only" means your line is not registered on the network, and an 800 call is a normal call, not an emergency one. Call from a landline or from someone else phone, and have your IMEI ready (dial *#06# to see it): the carrier blocks the handset too, not just the line.

    See every number

    Telcel · pick your region

    800 710 5687 CDMX, Estado de México, Morelos e Hidalgo 800 026 6845 Baja California, Baja California Sur y San Luis Río Colorado 800 890 3765 Sonora y Sinaloa 800 012 5193 Chihuahua, Durango y norte de Coahuila 800 836 6800 Coahuila, Nuevo León y Tamaulipas 800 363 0800 Jalisco, Nayarit, Colima y Michoacán 800 890 4050 Aguascalientes, San Luis Potosí, Zacatecas, Guanajuato y Querétaro 800 890 5198 Puebla, Tlaxcala, Veracruz, Oaxaca y Guerrero 800 823 2686 Chiapas, Tabasco, Yucatán, Campeche y Quintana Roo

    From a Telcel line you can also use *111 (plan de renta) o *264 (Amigo). Official Telcel help

    AT&T

    800 101 0288

    From a AT&T line you can also use *611. Official AT&T help

    Movistar

    800 888 8366

    From a Movistar line you can also use *611. Official Movistar help

    Bait

    800 288 2248 961 628 6207

    From a Bait line you can also use *282. Official Bait help

    If your carrier is not on the list (Unefon, Virgin, Pillofon, Flash Mobile and others), search for "customer service" with your carrier name and call from another phone.

  2. Get your number and your account back

    • Ask your carrier for a new SIM with the same number and activate it. Until that happens, WhatsApp cannot give you anything back.
    • Open WhatsApp and check Linked devices: on Android it is in the three-dot menu, on iPhone in Settings. Log out of any session you do not recognise.
    • Turn on two-step verification with a password you do not use anywhere else. Without it, nobody can register your number again.
    • Change your online banking password. If your bank sends codes by SMS, that was the next step of the attack.
    • Ask them to keep port-out blocked in your name for a few days.
    See where Linked devices is

    Android

    1. 1 In the chat list, tap the three dots at the top, then Linked devices.
    2. 2 Look at the list and tap every session you do not recognise.
    3. 3 Tap Log out. Repeat for each one until only yours are left.

    iPhone

    1. 1 Tap Settings, bottom right in the tab bar.
    2. 2 Tap Linked devices.
    3. 3 Look at the list and tap every session you do not recognise.
    4. 4 Tap Log out. Repeat for each one until only yours are left.

    Illustration. Depending on your WhatsApp version the screen may look slightly different, but the option names are the same.

    See how to turn on two-step verification

    Android

    1. 1 In the chat list, tap the three dots at the top, then Settings.
    2. 2 Tap Account.
    3. 3 Tap Two-step verification.
    4. 4 Tap Turn on, create a 6-digit PIN you do not use anywhere else and add your email when asked.

    iPhone

    1. 1 Tap Settings, bottom right in the tab bar.
    2. 2 Tap Account.
    3. 3 Tap Two-step verification.
    4. 4 Tap Turn on, create a 6-digit PIN you do not use anywhere else and add your email when asked.

    Illustration. Depending on your WhatsApp version the screen may look slightly different, but the option names are the same.

    If the other person turned on two-step verification, your registration will be blocked. WhatsApp will make you wait seven days before it lets you reset it, and there is no way to speed that up. It is their security protocol: try again on day seven, not before.

    Download official WhatsApp

  3. Warn your contacts

    The fraud almost always starts by asking three or four people you trust for money. Copy this warning and send it by SMS, another app or a call: let them know before anyone pays.

    URGENT: My WhatsApp account was stolen and someone is asking for money in my name. IT IS NOT ME. Do not transfer money, do not open links that come from my account, and do not reply to those messages.

  4. If you cannot get it back

    Reporting the account you are trying to recover can backfire. WhatsApp warns about it in its own help centre: if you report it, they may block it for breaking their terms and you can lose access to your chats. Try to recover it first, and use these channels only if you can no longer get in.

    The fastest route

    • Open WhatsApp on your phone and go to Settings → Help and feedback → Contact us. That chat does reach support and stays linked to your number.
    • If you cannot open the app because the account is no longer yours, use the form on the button: it is the other channel WhatsApp recognises as official.
    Open the official WhatsApp form

    The form opens in your browser and asks for your number, an email address and what happened. Write from an email account you can open today.

    The email to "support@whatsapp.com" does not work

    Nobody reads that mailbox. WhatsApp denied it in its own help centre: emails sent to any @whatsapp.com address get no reply. If you saw it on another blog, in a video, or an official body gave it to you, that information is out of date.

    Read WhatsApp official note
If you are also going to file a report

None of these channels returns your account: recovery is technical. They cover the crime, the impersonation and the money, and it is worth opening them today because the deadlines run from the same day.

  • Guardia Nacional · 088. Guidance and cybercrime reports, every day. Save your screenshots and receipts before you call, and do not share them around.
  • Mexico City cyber police · 55 5242 6489. If you are in Mexico City, they will guide you and explain how to file the report.
  • Your carrier, before PROFECO. If your SIM was cloned, the complaint goes to the Telecommunications Sub-Procuracy: Concilianet or the Consumer Phone line, 55 5568 8722 and 800 468 8722. Since January 2026 carriers are required to verify your identity with official ID and CURP before handing over a duplicate. If they did not, they broke the rule.
  • Your bank, today. If money moved, the deadline to dispute the charges runs from the same day. If the bank does not respond, CONDUSEF takes the complaint.

In Mexico no channel can force Meta to give your account back. The only thing that recovers it is your SIM with your number.

The other cases

I woke up without WhatsApp I gave away the 6-digit code I scanned a suspicious QR code I do not know what happened / I am being extorted